MB-230 practice test

1. Question 1 · 1

   Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Set the input parameter type as Option set for the action. Does the solution meet the goal?

   Choose one answer.

   • Yes
   • No

2. Question 2 · 1

   HOTSPOT - You are a Dynamics 365 for Customer Service administrator. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

   Choose an option for each prompt.

   

   Specify the default process flow.

   • • Order
   • • Stage
   • • Step

   Show actions that must be completed by the customer service representative staff.

   • • Step
   • • Stage

3. Question 3 · 1

   HOTSPOT - You are implementing Dynamics 365 for Customer Service. You need to set up available working hours to help desk representatives who have varying schedules. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

   Choose an option for each prompt.

   

   Set up individual working hours.

   • • Configure security settings and define hours for each user account
   • • Configure service management and all customer service calendars
   • • Configure administration settings and system settings

   Set up new weekly schedule and recurring work hours.

   • • Configure days off to vary by day
   • • Configure a fiscal year schedule
   • • Configure individual days off

4. Question 4 · 1

   HOTSPOT - You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

   Choose an option for each prompt.

   

   The existing route rule action that the system automatically invokes when the new rule is activated.

   • • The routing rule is deleted
   • • The routing rule does not change
   • • The routing rule is deactivated

   Import bulk cases without the routing rule affecting the imported cases.

   • • Create a column in a spreadsheet named RouteCase and add the value No for all records
   • • Create a column in a spreadsheet named RouteCase and add the value No routing for all records
   • • Save the spreadsheet as a delimited file for import
   • • Manually add each record

5. Question 5 · 1

   HOTSPOT - A company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

   Choose an option for each prompt.

   

   Active

   • • Merged
   • • On hold
   • • Problem solved

   Resolved

   • • On hold
   • • Waiting for details
   • • Information provided

   Canceled

   • • Merged
   • • On hold
   • • Researching

6. Question 6 · 1

   You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?

   Choose one answer.

   • Configure Dynamics 365 AI for Customer Service
   • Use business rules
   • Merge cases
   • Use parent-child case relationships

7. Question 7 · 1

   HOTSPOT - You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

   Choose an option for each prompt.

   

   Create a list of cases that are one month old.

   • • Create a system view
   • • Create a personal view

   View multiple lists on a single screen.

   • • Configure the group by on an editable grid
   • • Create an interactive experience dashboard

8. Question 8 · 1

   Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: For a new action named Ready for review, disable the As a business process flow action step option. Does the solution meet the goal?

   Choose one answer.

   • Yes
   • No

9. Question 9 · 1

   You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?

   Choose one answer.

   • Configure service level agreements to be on hold until a call can be made to the customer.
   • Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
   • Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
   • Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

10. Question 10 · 1

    DRAG DROP - You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Select and Place:

    Arrange the options in the correct order.

    

    • Enter a subject
    • Select an existing case record
    • Change the phone call Regarding value to the case contact
    • Select Add phone call activity
    • Create a new case record

11. Question 11 · 1

    A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles. You need to configure Dynamics 365 for Customer Service. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

    Choose all answers that apply.

    • Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
    • Add a lookup to the article entity.
    • In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
    • In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
    • In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

12. Question 12 · 1

    HOTSPOT - A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

    Choose an option for each prompt.

    

    Resolution type

    • • Option set
    • • Text
    • • Calculated

    Resolution

    • • Option set
    • • Text
    • • Calculated

    Total time

    • • Option set
    • • Text
    • • Calculated

    Billable time

    • • Option set
    • • Whole number
    • • Calculated

    Remarks

    • • Option set
    • • Text
    • • Calculated

13. Question 13 · 1

    A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do?

    Choose one answer.

    • Reassign the case
    • Reactivate the case
    • Clone the case
    • Change the status reason to In Progress

14. Question 14 · 1

    HOTSPOT - You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

    Choose an option for each prompt.

    

    Duplicate cases

    • • Merged and canceled
    • • Merged and resolved
    • • Merged and deleted

    Open activities

    • • Moved to the merged case
    • • Canceled

15. Question 15 · 1

    DRAG DROP - You are a customer service representative using Dynamics 365 Customer Service Hub. You need to link the knowledge base records that relate to cases and send articles to customers. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order. Select and Place:

    Arrange the options in the correct order.

    

    • Open an existing case record
    • Type the search terms relating to the case issue in the KB Records tab
    • Locate the knowledge-base article. Select Link, and then select Email

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